Supervisor, Customer Service

About the role

Thermo Fisher Scientific is hiring a Supervisor for its Customer Service department at its Shared Service Center in Heredia, Costa Rica. The position reports to the Senior Manager, Customer Service, leads a team of 10+ representatives and sits in a standard Mon-Fri office schedule. It suits a motivated self-starter with experience leading a team in a fast-moving, commercially driven environment, with strong career growth potential.

Key responsibilities

• Lead a team of customer service representatives handling complex administration, order management, quotations, master data and invoicing.
• Ensure the daily operations of the team run successfully and deliver high working standards.
• Drive resolution of complex customer requirements, manage and follow up escalations, and liaise with partner functions.
• Communicate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Meet the Key Performance Metrics for Customer Service and support strategies that drive customer loyalty and satisfaction scores.
• Support Sales by giving appropriate guidance on the customer experience.
• Lead key projects for local and corporate initiatives and identify improvement opportunities such as system enhancements, processes and tools.
• Oversee management of customer-related data within ERP systems and give guidance on transactional capabilities.
• Lead cross-training and cross-support initiatives during peak capacity and seasonality, and help stabilise operations teams to reduce attrition.
• Boost team seniority through 1:1s, coaching and mentoring.

Required profile

• Minimum of 3+ years of customer service leadership experience, preferably in a shared services environment.
• Bachelor's degree from a four-year college or university, or equivalent work experience.
• Demonstrated people management and development skills, and experience supporting efficiency and productivity projects.
• Good written and oral communication, strong results focus, attention to detail and analytical skills.
• Ability to handle confidential or proprietary information and to work independently and collaboratively.

Required skills

• ERP systems experience.
• Outlook, PowerPoint and Excel.
• Good organisational skills and presentation skills.